After Sales Manager (m/w/d)

Sun King is looking for an After-Sales Manager to manage the After-Sales operations team in Nigeria. This role will oversee after-sales operations, ensuring high customer satisfaction through efficient service delivery, warranty management, spare parts coordination, and technical support. The role involves managing a team, optimising processes, maintaining strong relationships with customers and service partners, and building smooth relations with internal and external customers and achieve best-in-class customer satisfaction.

What you would be expected to do

After-Sales Service Management

• Ensure timely resolution of customer complaints, warranty claims, and service requests.
• Monitor service turnaround time (TAT) and implement improvements.
• Coordinate with technical teams, partners, and third-party service providers to deliver quality replacements, repairs/maintenance.

Team Leadership

• Supervise, mentor & guide the after-sales executives, technicians.
• Conduct training sessions to enhance team customer handling and technical troubleshooting skills.
• Encourage Professional growth within the team, mentoring individuals to develop valuable skill sets.

Warranty & Spare Parts Coordination

• Oversee warranty administration, including approvals, rejections, and documentation.
• Manage spare parts inventory, ensuring availability and cost efficiency.
• Liaise with internal & external stakeholders for timely spare parts procurement.

Customer Relationship Management

• Maintain strong relationships with key clients, addressing escalations proactively.
• Conduct customer feedback surveys and implement service improvements.
• Ensure compliance with service level agreements (SLAs).

Systems and process design

• Coordinate with technology teams to ensure company systems meet customer service needs, including applications.
• Develop new processes to transform current service operations more efficiently.

Drive Operational Efficiency

• Based on the global aftersales strategy, define and manage the coordination of the long-range strategic plans for the aftersales business based on future business growth.
• Maximise efficiency and profitability for the service department within Nigeria, in line with the current offerings and the projected business growth.

Reporting & MIS

• Prepare and provide periodic reports on after-sales performance.
• Identify bottlenecks and implement process optimizations.
• Ensure compliance with company policies and industry regulations.

You might be a strong candidate if you

• Have Bachelors degree or Higher Diploma from a recognized institution with a degree in engineering or other relevant disciplines.
• An advanced degree is an added advantage.
• 8+ years experience in after-sales services in renewable energy, electronic consumer goods/ mobile industry.
• Demonstrated experience in managing the After Sales Service department in a fast paced environment.
• Excellent verbal and written communication skills with the ability to distill information and ability to manage stake holders to get results.
• Passionate about customer service and resolving their issues.
• Efficiency and organizational skills.
• Entrepreneurial Spirit with qualities of being able to work without supervision and figure things out with innovative thinking, problem-solving skills, and presence of mind.

What Sun King Offers

• Professional growth in a dynamic, rapidly expanding, high-social-impact industry
• An open-minded, collaborative culture made up of enthusiastic colleagues who are driven by the challenge of innovation towards profound impact on people and the planet.
• A truly multicultural experience: you will have the chance to work with and learn from people from different geographies, nationalities, and backgrounds.
• Structured, tailored learning and development programs that help you become a better leader, manager, and professional through the Sun Center for Leadership.